Brenda L. Email & Phone Number

Phoenix, Az/Ca United States

✦Performed root cause analysis and implemented workarounds to ensure major user impacts were promptly addressed and resolved through monthly major and minor releases.✦Scheduled weekly collaboration meetings with stakeholders and cross-functional teams to effectively target all release milestones, resulting in a 50% improvement in project alignment and efficiency.✦Developed and published SLA documentation to prioritize Non-Production deployments and Change Requests, resulting in a 44% improvement in process efficiency✦Successfully automated 6 deployments that resulted in Release Management team’s (RM) increased skill set and limited reliance on 4 cross functional teams.✦Contributed to ServiceNow dashboards and production release timelines, which enhanced coordination among teams and timely decision-making.✦Efficiently ran daily DML SQL script remediation requests from partners. ✦Conducted training sessions for onboarding new team✦Softwares and Other Tools-Oracle SQL database-GitHub-Jenkins-JIRA/Confluence-SharePoint Web-MS Suite-ServiceNow-Informatica

Phoenix, Az/Ca United States

✦Supervised end-to-end release management processes, working closely with technical and DevOps teams to address system issues, gather data and manage change requests.✦Demonstrated exceptional multitasking skills for multiple projects simultaneously. This included daily deployments, prioritizing Change Requests (CR), and the creation and completion of Gameplans, resulting in high quality outcomes.✦Oversaw all steps of the RM process (Planning, Building & Testing, Deployment, Monitoring & Support) from beginning to end.✦Softwares and Other Tools-GitHub-Jenkins-JIRA/Confluence-SharePoint-Microsoft Suite-ServiceNow

San Francisco Bay Area

✦Bridged the gap of business needs and technical requirements with client interviews, meetings, and reviewing all documents.✦West Coast Team Lead Tier 2 Support team✦Executed strong negotiation and conflict resolution skills used in managing client expectations and technical teams for bug fixes and enhancements.✦Critically analyzes flagged scenarios as potential suspicious transactions according to guidelines provided by the BSA and AML Rules.✦Subject Matter Expert (SME) and advisor to consultants of 10 Lines of Businesses in the financial industries and compliance divisions. ✦Troubleshooted 50-100 user tickets via chat, phone and video walkthroughs.✦Conducts walkthroughs, surveys, questionnaires, interviews, training and brainstorming sessions. ✦Softwares and Other Tools-JIRA-SharePoint-WiDS system-MS Suite-Pac2000-Skype

Master'S In Counseling Psychology

Bachelor'S In Social Work